Microsoft MB-230 Exam : Microsoft Dynamics 365 Customer Service Functional Consultant

Microsoft MB-230 exam
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Oct 03, 2026
  • Q & A: 373 Questions and Answers
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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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Microsoft MB-230 Exam Syllabus Topics:
SectionWeightObjectives
Topic 1: Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
  • 1. Define entitlement terms and restrictions
    • 2. Associate entitlements with customers and cases
      - Implement SLAs
      • 1. Manage SLA calculations and pauses
        • 2. Configure SLA actions and warnings
          • 3. Define SLA KPIs and timelines
            Topic 2: Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
            • 1. Build custom dashboards and visualizations
              • 2. Use out-of-box Customer Service reports
                - Implement Customer Voice surveys and feedback
                Topic 3: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                • 1. Integrate channels and productivity tools
                  • 2. Set up app profiles and session templates
                    Topic 4: Manage cases and knowledge management51-55%- Implement knowledge management
                    • 1. Integrate knowledge with cases and portals
                      • 2. Create and manage knowledge articles
                        • 3. Configure knowledge search and recommendations
                          - Create and manage cases
                          • 1. Manage case hierarchies and relationships
                            • 2. Configure case types and statuses
                              • 3. Implement case routing and queues
                                - Configure Dynamics 365 Copilot for Service
                                Topic 5: Implement routing and work distribution2-6%- Configure unified routing
                                • 1. Define routing rules and decision trees
                                  • 2. Set up workstreams and queues
                                    Topic 6: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                                    • 1. Create custom forms and workflows
                                      • 2. Connect Customer Service with other apps
                                        Topic 7: Implement Connected Customer Service2-6%- Set up IoT and field service integration
                                        Topic 8: Implement scheduling10-14%- Configure service scheduling
                                        • 1. Implement scheduling rules and availability
                                          • 2. Set up resources and resource groups
                                            • 3. Define service activities and requirements

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